Group Manager - Customer Insights, Analytics and Strategy

Toyota North America • Plano, TX

8d • Onsite

About The Position

Toyota Financial Services (TFS) is seeking a passionate and highly motivated Group Manager, Customer Insights, Analytics, and Strategy. This role reports to the Vice President of Customer Experience Strategy and is responsible for building and scaling a capability that transforms data into clear priorities, actionable insights, and economic value. The position will establish an insight system to answer key enterprise questions about customer, dealer, and client needs, TFS performance, and areas for innovation. The role goes beyond traditional voice-of-customer reporting, integrating qualitative and quantitative research, loyalty drivers, journey performance, behavioral and operational data, competitive benchmarking, and loyalty economics to drive business outcomes like growth, retention, and profitability. The leader will contribute to building an advanced, future-oriented capability including AI-enabled insight generation, predictive models, customer panels, and translating insights into actionable strategies for various stakeholders. This role is central to TFS's customer-first priority and its aspiration to be a leading customer- and dealer-centered financial services organization, grounded in Toyota values.

Requirements

• Bachelor’s degree (or higher)
• 10+ years of progressive experience in customer insights, analytics, voice of customer, market research, journey measurement, business intelligence, strategy, or closely related fields
• Significant experience building or leading enterprise customer insight or analytics capabilities
• Demonstrated success linking customer or dealer insights to business outcomes and executive decisions
• Experience developing driver-based measurement systems and translating findings into action
• Experience with quantitative and qualitative research methods, segmentation, survey design, and insight synthesis
• Experience building executive dashboards, scorecards, and business cases
• Experience working across matrixed organizations and influencing cross-functional leadership
• Strong people leadership experience, including team development and capability building
• Ability and willingness to travel 20% of the time
• Must have the right to work in the United States and not require Toyota support or sponsorship for immigration-related employment now or in the future.

Nice To Haves

• Experience in financial services, auto finance, captive finance, banking, insurance, fintech, or another regulated environment
• Experience supporting dealer-facing or B2B2C business models
• Familiarity with Qualtrics, Medallia, behavioral analytics platforms, BI tools, and modern customer data environments
• Familiarity with Toyota Way principles, lean management, or similar continuous improvement disciplines

Responsibilities

• Define and lead the vision, strategy, roadmap, and operating model for Customer Insights & Analytics.
• Build a modern enterprise insights capability integrating various data sources.
• Establish Customer Insights & Analytics as a strategic decision-support function.
• Define, validate, and continuously refine the Drivers of Loyalty for core segments.
• Build analytic models demonstrating the relationship between loyalty drivers, behavioral outcomes, and financial results.
• Quantify the economics of loyalty and its impact on business outcomes.
• Develop business cases showing the economic value of improving customer and dealer experiences.
• Design and lead an enterprise listening system across customer, dealer, and client journeys.
• Ensure listening captures relationship and transactional feedback, including journey, touchpoint, and event-based input.
• Build rapid feedback structures for testing, learning, and continuous improvement.
• Lead systematic competitor, market, and best-alternative benchmarking for customer, dealer, and client experience.
• Analyze TFS performance on key drivers compared to competitors and alternatives.
• Monitor evolving customer expectations, market shifts, and emerging service models.
• Lead the use of AI to accelerate insight discovery, pattern detection, and prioritization.
• Apply advanced analytics to structured and unstructured data.
• Build organic and synthetic customer and dealer panels for experimentation and simulation.
• Establish standards for responsible AI use, model governance, and regulatory alignment.
• Define and manage measurement frameworks for customer, dealer, and client journeys.
• Support standardized measurement of loyalty drivers, sentiment, journey quality, operational quality, and outcomes.
• Develop visual management tools and dashboards for leadership.
• Convert complex data into clear business narratives, economic implications, and practical recommendations.
• Identify moments, drivers, and segments where improvement will have the greatest impact.
• Support Experience Owners and Champions with decision-ready insights.
• Frame learnings into prioritized actions based on customer importance, performance gaps, and financial return.
• Serve as a strategic advisor to the VP, CX Strategy, and a key partner to various departments.
• Support executive discussions with fact-based perspectives.
• Influence enterprise decisions through analytical rigor, credibility, and storytelling.
• Build and lead a high-performing team across customer insights, analytics, and reporting.
• Develop skills in advanced analytics, AI-enabled research, and business storytelling.
• Create strong operating disciplines for governance, prioritization, and stakeholder engagement.
• Foster a culture of curiosity, humility, experimentation, and continuous improvement.

Benefits

• A work environment built on teamwork, flexibility, and respect
• Professional growth and development programs
• Tuition reimbursement
• Team Member Vehicle Purchase Discount
• Toyota Team Member Lease Vehicle Program (if applicable)
• Comprehensive health care and wellness plans for your entire family
• Toyota 401(k) Savings Plan featuring a company match
• Annual retirement contribution from Toyota
• Paid holidays
• Paid time off
• Referral services related to prenatal services, adoption, childcare, schools and more
• Tax Advantaged Accounts (Health Savings Account, Health Care FSA, Dependent Care FSA)
• Relocation assistance (if applicable)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager